Configuring the notification preferences

The application can notify you in the event of the following:

1. A new incident/service request (SR) has been recorded.
2. You have been assigned an incident (level 1 or level 2).
3. An incident to which you are assigned has been marked as resolved or closed by another user.
4. You have set a reminder to notify you at this date.
5. A lease contract is on the verge of expiring.
6. A service contract is on the verge of expiring.
7. The time for the Service Level Agreement’s (SLA) 1rst warning has been reached.
8. The time for the Service Level Agreement’s (SLA) 2nd warning has been reached.
9. The maximum delay specified by the Service Level Agreement has been reached.

There are 4 ways by which the application can notify you:

1. By email
   The application can send you an email containing the information pertaining to the notification.

The email’s subject will contain a prefix enabling you to configure the messaging rules in your mail client.
When the radio button « email » is selected, you must write a valid email in the field. There is no default address which means that you can enter an email that could be different than the one used in your user form.

2. By Popup
   The application can notify you by means of a popup which automatically displays and closes. While the popup is displayed, you may click on it to access the related incident.
   
   
3. With a list
   The application can notify through a list of received notifications. You may double-click an item in the list to access the related incident.
   
   
4. By a text message on your cell phone or pager

The application can send a text message (an email) to your cell phone or your pager.

Default notification values:

Event/Mode	Email	Popup	List	Text message	No notification
New incident		þ
Incident assignment			þ
Incident resolved or closed by another user			þ
Moment set for reminder			þ
Lease contract expiry					þ
Service contract expiry					þ
SLA – 1^st warning					þ
SLA – 2^nd warning					þ
SLA – Breach					þ

Notification preferences configuration form

The notification preferences configuration form enables you to indicate the means by which you want to be notified for each type of event.

To access the notification preferences form:

1. Click in « File > My notification preferences ». You can also open your user file (via the menu « File > Modify my profile… ») and then click on the action “Notification” in the left side menu. (Another way: highlight the user name within a view and click on the action “Notification” in the left side menu.)

NOTE : a technician with admin rights (see User rights) is able to edit other users privileges.

1. Select an event from the list.
2. Select a notification mode (indicate your email if selected).
3. Click on OK to save the changes.

To receive notifications on your cell phone or pager

The application can send text messages to cell phones and pagers by email. Most service providers enable you to receive text messages via email.

In the notification preferences form, if you select the “email” mode, you must specify the address to which the mails are to be sent.

The application will display your main email address by default. If you wish to enter another email (pager or cell), you can enter it manually and you will be notified accordingly (depending on the type of event you want to be notified for).

Location: Index > User management module > List of user related actions

See also: Notification lists | Notification options